We roast every batch with a lot of care, and we genuinely want you to love what lands in your cup. If something's not right, we'd rather sort it out with you than have you walk away disappointed. Good coffee should bring people back, not put them off.

The short version: talk to us. Most things can be worked out sensibly, and we'd much rather have a conversation than hide behind fine print.

Something wrong with your order?

If your coffee arrives damaged, faulty, or isn't what you ordered, please get in touch within 7 days at orders@storehouseroastery.com and let us know what's happened. Coffee's a fresh product and we want to sort things out while it's still front of mind for both of us, but if something genuinely wrong turns up a little outside that window, don't let the 7 days stop you reaching out. We'll still take a look. A photo helps us sort it quickly, but honestly, we're reasonable people, we're not going to make you jump through hoops.

Once we've had a chat and confirmed the issue, we'll sort you out with a repair, replacement, or refund, in line with your rights under Australian Consumer Law. How the item gets back to us is something we're happy to work out together. Sometimes that means popping it in the post at your cost and we'll reimburse reasonable postage once the fault's confirmed, and sometimes, depending on the situation, we'll cover it upfront ourselves. If you're local to the Dandenong Ranges, you're always welcome to just drop it back to us at 1544 Mount Dandenong Tourist Road, Olinda VIC 3788, save yourself the trip to the post office.

We're grateful you've chosen us as your coffee people, and we take that seriously. If we've dropped the ball, we want the chance to make it right.

Changed your mind?

Because coffee is a perishable product, we're not able to accept returns simply for a change of mind once a bag has been opened. We're sure you understand — once that seal's broken, we can't responsibly send it back out to another customer.

If a bag is still sealed and unopened, get in touch and we'll talk it through — we'll always try to find a fair outcome rather than pointing at a policy.

What we can't accept returns on

A few categories we're not able to take back, mostly for hygiene and safety reasons:

• Opened or used coffee, food, or perishable products
• Custom or personalised orders (including bespoke wholesale blends)
• Sale items and gift cards
• Hazardous materials, flammable liquids, or gases

If you're ever unsure whether something fits into one of these categories, just ask — we'd rather clarify than leave you guessing.

Refunds

Once your return or claim is approved, we'll let you know and get your refund moving straight away, it'll land back on your original payment method within 10 business days. Banks can be slower than we'd like on their end, so if it's been more than 15 business days since we confirmed your refund and you still haven't seen it, flick us a message at orders@storehouseroastery.com and we'll chase it up with you.

Got a question?

We'd genuinely rather hear from you than have you second-guess whether something's "worth" reaching out about. Email us at orders@storehouseroastery.com  we're a small, local team, and we'll get back to you as a person, not a ticket number.

Thanks for backing a small Dandenong Ranges roastery. We don't take it for granted.